Case Study: Ping An Insurance achieves 78% first-call resolution, 73% NPS improvement and 50% cost reduction with Genesys PureEngage

Ping An increases customer service efficiency and NPS while delivering seamless omnichannel customer experience

Ping An Insurance, a Shenzhen‑based global insurer with around 50,000 contact‑center agents, was moving aggressively into online financial and health services but faced fragmented legacy systems, high maintenance costs, limited omnichannel capabilities and a regulatory requirement to record 100% of customer interactions reliably.

By implementing the Genesys PureEngage platform—bringing AI, big data, advanced IVR, unified routing, video agents and dependable interaction recording—Ping An established an intelligent omnichannel customer experience that improved self‑service and precision routing while lowering costs. Results include 78% of requests resolved on the first call, a 73% increase in NPS and a 50% reduction in phone platform system cost.

Ping An Insurance

YU WEI

General Manager